Build an IVR System in Sparkforge with Workflows

An IVR routes inbound calls through pre-recorded prompts, keypad inputs, and conditional branches — no human needed for the first leg of the call. Sparkforge builds IVRs as workflows, which means every other automation tool (forms, CRM, SMS) can plug into the same flow.

The pieces

Why use it

• Faster routing for the right team without a human switchboard.
• 24/7 coverage for after-hours and weekend calls.
• Customizable prompts with text-to-speech or recorded audio.
• Workflow integration for follow-up SMS, scheduling, or lead tagging right after the call.

Method 1: Use the IVR workflow recipe

1. Open Automation in your Sparkforge dashboard.
2. Click Create Workflow → Select a Recipe and pick the IVR Workflow Recipe.
3. Set the phone number on the trigger (the IVR fires on calls to this number; one number per IVR workflow).
4. Edit the Say/Play messages to match your script.
5. Adjust the call routing conditions for each keypress.
6. Save and publish.

Method 2: Build from scratch

Step 1: Open the workflow builder

Go to Automation → + Create Workflow → Start from Scratch.

Step 2: Add the Start IVR trigger

Click + Add New Trigger, search for Start IVR, and select it.

Step 3: Assign the phone number

Pick the number that activates the IVR. A number can only be assigned to one IVR workflow at a time. Save.

Step 4: Configure the actions

Gather Input on Call

Collects keypad input for menu navigation. Configure:

• Say or Play Message — type a TTS prompt or upload audio.
• Text to Say — the spoken instruction.
• Language & Voice — default US English, choose male or female.
• Number of Loops — how many times the prompt repeats.
• Match Conditions — branch by keypress (“Caller Pressed 1”, “Caller Pressed 2”), with a None branch for invalid keys.
• Stop Gathering After (Seconds) — 5–30 seconds.
• Stop Gathering on Key Press — stop as soon as a key is pressed.
• Stop Gathering After (Digits) — auto-submit once N digits are collected.

Say/Play Message

Plays a TTS prompt or audio file without collecting input. Use it for greetings, hold messages, or instructions before the next step. .wav is recommended over .mp3.

Connect Call

Transfers the live call to a user, team, or external number (up to 10 numbers ringing simultaneously). Settings:

• Detect Voicemail — avoid dropping calls into voicemail boxes (small added latency and possible cost).
• Record Call — capture audio for QA or compliance.
• Timeout (Seconds) — 1–600, default 10.
• Time Limit (Seconds) — cap call length up to 24 hours.

End Call

Disconnects the call. Optionally play a closing message via TTS or audio before the line drops.

Record Voicemail

Captures a voicemail message when no one's available to take the call.

Test before you publish

Call the assigned number from outside the platform and walk every branch — valid presses, invalid presses, voicemail fallback, and unanswered transfers — before pointing real customers at it.